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The year 2020 is witnessing a major shift in the way businesses operate. With social distancing and PPE starting to become second nature, there is a gradual shift from brick and mortar operations to e-commerce. It is a turning point for many businesses as they are going through what is being dubbed as the ‘digital transformation’. This sudden push towards a digital future has left many businesses struggling to provide the right support to a…

Let’s take two real-life scenarios of two call center agents – X and Y. Here’s a glimpse into X’s routine: X takes customer calls throughout the day. He’s eager to ensure that he mentions all the points he’s expected to, that he has stored in his mind. In an attempt to do this, he forgets to wish a friendly greeting in two or three of his calls. Some of his calls are a miss because…